Customer Service Representative 1 & 3

Arizona Department of Administration • Mesa, AZ

1d • Onsite

About The Position

The Arizona Department of Transportation is hiring Customer Service Representatives 1 and 3 at its Southeast Mesa Motor Vehicle Division field office. The role provides motor vehicle services to the public, including licensing, titling, testing, and permits. Employees are responsible for the timeliness and accuracy of their work, and for document security and validation. Work must follow Arizona Revised Statutes and ADOT/MVD policies and procedures.

Customer Service Representative 1 is an entry-level training position. The employee learns to process credentials and title work, answer customer questions, research vehicle and credential records, administer tests, conduct level 1 vehicle inspections, capture information needed for credential eligibility and issuance, handle fees and account balancing, safeguard personal information and inventory, and participate in process improvement activities.

Customer Service Representative 3 performs these services independently, including processing credentials and title work, responding to customer inquiries, administering tests, conducting level 1 inspections, handling fees and account balancing, safeguarding personal information and inventory, and recommending process improvements. This level requires one year of prior Motor Vehicle experience or successful completion of training with adherence to performance standards, typically within six months.

The position requires a background check and fingerprinting. Employees who drive on State business must hold and maintain a valid, appropriate driver’s license, meet driver-record and training requirements, and maintain legally required liability insurance when using a personally owned vehicle. Newly hired State employees must successfully complete E-Verify. The position is located at 4123 E. Valley Auto Drive, Mesa, Arizona 85206.

Requirements

• Customer Service Representative 1 requires no previous experience; it is an entry-level training position.
• Customer Service Representative 3 requires one year of previous Motor Vehicle experience in title and registration and/or driver’s licenses, or successful completion of training and adherence to performance standards, typically within six months.
• Knowledge of or ability to learn ADOT/MVD rules, regulations, processes, and procedures.
• Ability to apply customer service principles and best practices.
• Verbal and written communication skills with a customer-centric focus.
• Typing or keyboard skills sufficient to keep pace with expected productivity.
• Ability to adapt to changes in the work environment, processes, and procedures.
• Ability to stand or sit for long periods and work outside when necessary.
• Ability to work effectively in an office environment and operate a computer, proprietary MVD software, and other office equipment.
• Background check and fingerprinting are required.
• Employees driving on State business must possess and retain a current, valid, class-appropriate driver’s license, complete required driver training, pass required license-record checks, and maintain an acceptable driving record. Employees using a personally owned vehicle on State business must maintain required liability insurance.
• Newly hired State employees must successfully complete E-Verify.

Responsibilities

• Provide motor vehicle services to the public, including licensing, titling, testing, and permits.
• Process credentials and title work by examining documents and applications for accuracy, validity, and security in accordance with applicable rules, statutes, policies, and procedures.
• Answer customer questions and provide customer service for vehicle or credential records using system research, document review, and service history.
• Perform data entry and review.
• Administer operator knowledge and skills testing.
• Conduct level 1 vehicle inspections, including VIN validation.
• Capture customers’ photographs, signatures, and application information for credential eligibility and issuance.
• Determine, collect, and evaluate fees, and use general accounting procedures to balance accounts.
• Secure and protect personal identity information and inventory.
• Participate in process improvement activities, identify potential process gaps, and recommend solutions to improve efficiency, reduce costs, and increase customer service.
• Follow Arizona Revised Statutes and ADOT/MVD policies and procedures.

Benefits

• Sick leave
• Vacation
• 10 paid holidays per year
• Paid parental leave of up to 12 weeks per year for a newborn or newly placed foster or adopted child (pilot program)
• Health insurance
• Dental insurance
• Retirement plan through mandatory participation in the Arizona State Retirement System
• Life insurance
• Long-term disability insurance
• Optional short-term disability insurance
• Optional deferred compensation plans
• Optional supplemental life insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed